06. How do I check the status of my order, return or exchange?

07. Do you send order confirmations?

Yes, we automatically send you an email confirmation of your order. In addition, we will send you another email confirmation after your order has shipped. If you have not received your confirmation, please double check the email address you provided.

08. Why is my order delayed?

Orders are generally processed within 24 hours. If your Order Status indicates that your order has not yet shipped but the merchandise is in stock, this could be the result of one of the following:

We were unable to obtain a proper credit approval for your purchase

We were provided a credit card billing address that could not be verified with your credit card issuer.

Please note that it's important to provide the phone number registered with your credit card issuer when you place your order, so that we may reach you to discuss any problems with your order. We use only verified phone numbers in an effort to further ensure your order's security.

09. Where do I make changes to my account?

10. How do I change my billing and/or shipping address?

To edit your billing and/or shipping address, follow the directions above in "Where do I make changes to my account?", and select the "Address Book" section. Once you're there, you'll be able to add, edit, or remove addresses used for billing and shipping.

11. What is your return policy?

If for any reason you are not completely satisfied with your Neutrogena.com purchase you can return the products for a full refund of the purchase price (less original shipping and handling fees) within 30 days of purchase. Shipping costs for any returns will not be reimbursed by Neutrogena.com unless there was a shipping error or product damage. More details.

12. What payment methods do you accept?

13. What if the product I ordered on the site looks different than the product I received?

We periodically update the packaging of our products, so it's possible that you may receive a product that looks slightly different from what is depicted on the site. If you still feel that you have received the wrong product, please contact Neutrogena Customer Service at 1-888-984-2464, or through our Contact Us section.